Second, improve personal quality: As a successful customer service staff, you should have a standard professional image, professional service skills, standard manners and standard service terms. Personal accomplishment is a very important factor and the most direct performance when receiving customers. Not only high quality, professional proficiency, but also rich and diverse knowledge, it is easy for customers to have a good first impression on you. When you receive customers, you always smile and use polite language, so customers should laugh no matter how they scold you (and then find a place to vent their anger).
Third, improve work efficiency: the problems encountered, the business accepted should be done for customers as soon as possible, and the work efficiency should be high. Nowadays, people pay great attention to work efficiency, so that the impression given to customers can reflect the high overall management level of our company and the strong professional ability of employees. The premise of improving work efficiency is to strengthen one's own professional quality. When dealing with problems,
Waiting for ways and links to be found quickly;
Fourth, we must adhere to the principle of honesty and trustworthiness: we must not only have superb communication skills with customers, but also be responsible for what you say and not deceive customers; We can't easily agree to the customer's request. If you do, but you can't, what will happen? Even if you agree to the customer's request, you should leave room to deal with possible accidents; When talking with customers, try not to prevaricate them with any false excuses. If the customer is dissatisfied due to the company's own factors, it is best to use reasonable white lies, but on the premise of minimum damage to the company's interests;
Fifth, pay attention to all kinds of details: the workload of customer service is great, but it can't be sloppy, and more details can't be ignored. If the details are not done well, a chain reaction will often occur; Pay attention to more details when receiving customers. Customers nowadays are very picky. If you can't do a little detail, action and words well, customers will get bored. Therefore, when receiving customers, treat them as your "boyfriend" ("girlfriend"), treat them as boyfriend and girlfriend, show your "gentleness" everywhere, and let customers see that you are very comfortable.
Building a good customer service brand is the development direction of customer service. Once the customer service of a securities company forms a unique and personalized service advantage brand, it will have great influence and attraction on customers, thus leading the securities company to the road of service victory.